Fix the Broken Telephone: Why Customers Keep Repeating Themselves
Welcome to the 5-Minute CX Playbook: Tactical CX moves you can read over coffee and use by lunch. This is Play #1.
👋 Welcome to the 5-Minute CX Playbook—short, tactical plays built for leaders who want to create better customer experiences without sorting through the buzzwords.
Why are we doing this?
Because CX advice has gotten slow, bloated, and stuck in “thought leadership” that doesn’t actually help you move.
Today’s leaders don’t need another 20-page whitepaper.
You need clear moves you can actually use… in the next 5 minutes.
That’s what the Playbook is for:
Every two weeks, we’ll drop a short, tactical Play: something you can read over coffee, act on by lunch, and actually feel excited to implement.
No buzzwords. No fluff. Just real tactics CX leaders and operators can use right now.
(And yes — the occasional spicy hot take, because mediocre CX advice deserves to be roasted.)
Let’s kick it off:
If your support teams are still hearing: “Why do I have to repeat myself?”
— it might be time to look under the hood.
Maybe it’s surfacing in chat escalations. Maybe it’s frustration bleeding into post-call surveys. Maybe it’s your NPS slipping and you can’t quite nail why.
Truth is, what’s breaking isn’t just the experience in front of the customer; it’s the continuity behind the scenes.
To the customer, it’s one continuous conversation.
To your systems, it’s a new ticket every time.
And it shows — in all the ways your “omnichannel” experience quietly breaks down:
Systems are siloed. (So every new channel treats the customer like a stranger.)
Data isn’t real-time. (Support agents don’t see the full history fast enough.)
Tools aren’t designed for mobile-first behaviors. (Desktop-first platforms miss the moments that matter most.)
The best CX teams don’t just stack more channels on top of bad infrastructure, they unify systems around the customer, design for mobile first, and cut the noise so agents can focus on context, not chaos.
💡 Just ask Turo, who cut average handle time by 28 seconds after integrating real-time chat, voice, and customer context into a single support experience.
So, at this point you might be wondering,
“UJET, how do you even begin building that kind of seamless CX?”
Easy, first, you look for the moments where the conversation breaks. ⛓️💥
🎯 Play #1: Find the Broken Telephone
Map a common customer journey (email → chat → call) and highlight every moment where the customer would have to “start over.”
Spot the broken telephone moments— that’s where your CX breaks down first.
Broken telephone moments don’t just frustrate customers, they slow down your entire business.
Fix the small gaps, and you don’t just create better service.
You build faster trust, sharper operations, and loyalty that actually sticks.
💬 Got a CX challenge you want us to break down next?
@ us on LinkedIn or reply to this email— we’re building future Plays from real community questions.
Thanks for kicking off the Playbook with us.
Next move’s already in the works. 🔥
— The UJET Team